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* Availability Management Introduction The pace of technological development keeps increasing. Because of this, within many organizations the hardware and software that is needed keeps expanding and is becoming more diverse, despite of standardization efforts. Old and new technologies have to work together. This results in additional network structures, interfaces and communications facilities. Business operations are becoming increasingly dependent on reliable technology. A few hours of computer downtime can have a serious impact on the turnover and image of a business, particularly now that the Internet is developing into an electronic marketplace. As the competitors’ businesses are only a mouse click away, customer loyalty and satisfaction are now more important than ever. This is one of the reasons why computer systems are now commonly expected to be available 7 days a week, 24 hours a day. Guiding Principles: Availability is at the core of business and user satisfaction Recognizing that when things go wrong, it is still possible to achieve business and user satisfaction Improving availability can only begin after understanding how the IT Services support the business Effective Availability Management influences Customer satisfaction and determines the marketplace reputation of the business. * 一点业务咨询：客户可得到业务介绍、组网设计、网络应用解决方案等咨询服务。 一点业务受理：中国电信负责一点受理客户的通信业务,完成客户进网.同时还可采取绿色通道，办理用户紧急需求。 一点计费结算：中国电信统一收取通信费用，并负责与其他运营商的结算。客户可以选择向任何一大客户服务部门一点付费。 一点技术支持：就业务咨询、组网与网络应用、系统集成、网络代维、网络测试、故障诊断等提供全面技术支持 一点故障申告：中国电信秉承“就近申告、首问负责”的原则，为客户提供7*24小时监测、预警、故障排除 一点集成外包服务：中国电信各级大客户部门均可以一点受理客户的全网设备安装、调测、开通等集成服务和分支机构设备故障处理等外包服务及网络管理服务。 * 模块化、流程化对IT运营管理进行规范，中国电信已经有数百人通过ITIL认证 * * * * * * Gartner Group的调查发现，在经常出现的问题中，源自技术或产品 (包括硬件、软件、网络、电力失常及天灾等)方面的其实只占了20%，而流程失误方面的占40%，人员疏失方面的占40%。流程失误包括变更管理没有做好、超载、没有测试等程序上的错误或不完整，人员疏失包括忘了做某些事情、训练不足、备份错误或安全疏忽等。 * 我们看到，我国经过十年的信息化发展，很多行业很多单位都已经完成了一定程度的信息化工作，信息化发展已经进入一个比较高的阶段，例如很多金融企业的数据集中已经完成。在大规模的信息化建设完成后，马上就面临着长期的系统运行维护的问题。在IT项目的生命周期中，大约80％的时间与IT项